FREQUENT FLYER

membership ends on the last day of the month you enrolled (ex. you registered 23rd of MAY, it STILL ends on the last day of MAY)

STATUS CREDIT- earn when you fly POINTS AND STATUS CREDIT ARE DIFFERENT!!!

BRONZE- entry level

you need to attain a certain status credit and also, retain a status credit for you to move on a different TIER

if by December you reached the attained status credit needed for the next tier, next year you'll be in that tier.

if you wasn't able to retain a status credit for the next year you can still

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you put UNKNOWN on their GENDER if they identify as someone who cannot be identified as FEMALE OR MALE ADDRESS THE MEMBER'S PREFFERED TITLE AND THEIR LAST NAME!!! (unless the member insisted to call them on their first name)

Meal preference IS NOT GUARANTEED Qantas Frequent Flyer - Profile Update- SR

ST121- CHARM TEMPLATE (OT TYPR DOCUMENT) don't forget to double check the document before sending

REMARKS OF FORMAT IC: 1 Auth(AUTHENTICATION): Yes, Manual Concern: Profile Update Resolution: Updated contact number CB: No Next Steps: None Verbatim (if a member statement needs to be included to help the next agent): NA Agent (add your name): XXXXX Action (other actions that need to perform): documents sighted and validated Documents Attached: Driver’s License and Water Bill Drivers License – confirmed DOB and DL Number Billing docs: current address confirmed

CHANGE THE TYPE TO GENERAL CLICK ADD/MODIFY CLICK ACTIONS AND CLICK RESOLVED (create another ticket for CALLBACK) CLOSURE REASON CLOSURE REMARK REMARKS: optional since remarks is already included in the documentation

click the PIN BUTTON to REFRESH and see if the SR is resolved

WE CAN ONLY WALK THEM THROUGH ON HOW TO CHANGE THEIR PASSWORD AND PIN BUT WE CANNOT CHANGE IT FOR THEM!!!

MANUAL SECURITY QUESTIONS DOESNT INCLUDE FFN AND FULL NAME

OTP IS 6DIGITS

IVR If not authenticated the ff are what will appear:

1. NULL
2. BLANK
3. NOT PERFORM AN OTP (6 digit pin) IF THIS HAPPEN

YOU CAN SKIP OTP if the member's concern is about the contact details or they do not have the access to the said phone number

IVR OTP

THERE ARE NO 2ND CHANCES IF THEY FAIL TO PROVIDE ; MMN & DOB - REQUEST FOR DOCUMENTS POSTAL ADDRESS "it did not match what we haver on file" "you need to provide a document "advice the member that some information they provided did not match the one on file"

"I do apologize but for security purposes I need to ask you again _____"

"can you please provide me your full address including your post code"

"you have to submit your documents, kineso"

IVR AUTHENTICATED MEMBER Ask for the members Fullname and FFN (Frequent Flyer Number/ membership number)

"it seems like your account is suspended, it usually happens when there is unauthorized activity on the account"

there is some instances that the WEB LOGIN IS NOT ENABLED but the member is not suspended.

EXECUTIVE RELATION- for legal matters / complain ACCOUNT INTEGRITY TEAM- fraud and account suspension

"could you please provide me the registered full postal address on the file" (when asking for postal code)

DOCUMENTS YOU NEED TO SEND FOR PROFILE UPDATE

always remind the member to attached the file and not put it in the body of the email also tell them to just reply to the email

The photo identification must be a colour copy. However, the government-issued letter or utility bill can be a black and white copy.

*Photo Identification Any government-issued photo ID Passport Driver’s Licence 18+ card State or territory-issued identification card School ID *Government-issued letter or utility bill (The document must be issued to the Member by name within the last 3 months.) *Utility bills Energy or power bills Water bills Gas bills Credit card or financial statements *Insurance letter *Letter from the place of education *Any document issued by a government authority Council Rates Land Tax Valuation Notice *Car registration *Lease Agreement

If the Member is a minor and a parent or guardian failed authentication for the minor’s account, ask for the following: Birth Certificate, school ID, or custody documents Parent’s photo ID

always make sure to mention what are the things that will be performed during the call and if the member approved his/her AR to do those stated activity with his/her account

"this call will be monitored for _________ "

REMARKS FOR 3RD PARTY on top of documentation include that the caller is a 3rd party (name and relationship)